FREE DELIVERIES on orders over $150 around New Zealand
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    NEW ZEALAND SALES:
    We offer a full refund if you are not completely satisfied with your goods providing they are returned to us within 7 days upon receiving the goods. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

    To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging with the item.

    The item tag must still be attached and un-tampered otherwise we will not accept return – no exceptions.
    The buyer is responsible for the return of goods.
    If the headwear has been designed and made to your own specification then cancellation cannot be made once the order is accepted.

    INTERNATIONAL SALES:
    We will refund if you are not completely satisfied with your goods providing they are returned to us within 10 days upon receiving the goods. If you pay through as an international sale, your order is returnable less 10% international transaction fee. Please take note that the buyer is responsible for all import fees or duties. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

    To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
     
    The item tag must still be attached and un-tampered otherwise we will not accept return – no exceptions.
    The buyer is responsible for the return of goods.
    If the headwear has been designed and made to your own specification then cancellation cannot be made once the order is accepted.

    General Returns for both National and International:

    If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

    To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

    Additional non-returnable items:
    Gift cards

    To complete your return, we require a receipt or proof of purchase.  

    Please send your purchases back to Natalie Chan 229 Parnell Rd, Parnell, Auckland 1052, New Zealand

    Refunds (if applicable)
    Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
    If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

    Late or missing refunds (if applicable)
    If you haven’t received a refund yet, first check your bank account again.
    Then contact your credit card company, it may take some time before your refund is officially posted.
    Next contact your bank. There is often some processing time before a refund is posted.
    If you’ve done all of this and you still have not received your refund yet, please contact us at
    Natalie Chan
    [Re: Refund Officer]  
    229 Parnell Rd, Parnell Auckland 1052, New Zealand
    Or email us at
    sales@nataliechan.co.nz

    Sale items (if applicable)
    Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

    Exchanges (if applicable)
    We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at and send your item to:
    Natalie Chan
    229 Parnell Rd, Parnell Auckland 1052, New Zealand.

    Gifts
    If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

    If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will found out about your return.
     
    Shipping
    To return your product, you should mail your product to:

    Natalie Chan
    229 Parnell Rd, Parnell 1052, Auckland, New Zealand

    You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

    Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

    If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.